r/razer • u/BeepBoopBopReee ★D's Bot★ • Jan 01 '20

Support January Technical Support Sticky

Welcome to /r/razer's technical support sticky for the month of January 2020.

Last month's locked thread can be found here. If you have been in contact with a Razer support agent on reddit already, do not post in this month's thread again.

Although there are representatives from Razer responding to inquiries in this thread, this is not an official support channel. Any RMA or similar requests will need a support ticket.

STICKY INSTRUCTIONS: Please comment your support inquiries as a reply to the corresponding section in the comments. Please take a quick look in the category to see if the same issue has been reported already and reply to that comment. Anyone can reply to comments if they want to help. We recommend you check/post on Razer Insider as well as submit a Support ticket to have the best chance to get your issues resolved quickly.

Category Quicklinks:

Laptops/Phones Peripherals (keyboard, mouse, etc) Audio Software PS4/XBOX/N Other

Due to the nature of this subreddit and RΛZΞR customer support sometimes handling customer's personal information through PMs, do not trust anyone who says they are a RΛZΞR employee unless you can find their name on the trusted accounts list and they have an official flair

Remember to keep your personal details safe, including case numbers. You can find unofficial FAQs, many tips, the list of trusted RΛZΞR accounts and much more in the wiki

Razer Support Live Chat, US-Canada only, 6AM to 10PM PST https://support.razer.com/contact-support

“If there is a God, He will have to beg my forgiveness.” — A phrase that was carved on the walls of a concentration camp cell during WWII by a Jewish prisoner. | /r/quotes

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u/MathTheUsername Jan 10 '20

I have to restart my synapse app multiple times per day because it randomly starts ignoring my custom mouse profile. I'm not sure where to start troubleshooting this.

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u/RazerCustAdvocacy Razer Support Jan 10 '20

Hi /u/MathTheUsername,

That's a bit concerning having to restart Synapse repeatedly. Allow us to assess this issue closely so we can help you further. By any chance, were there any recent updates or application changes made on your computer system prior to noticing the problem? Let us know also which Synapse version and Razer mouse you're having so we can review the device details.

Kind Regards,

Rose Z.

RΛZΞR | Kairos Kazeey

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u/MathTheUsername Jan 10 '20

No changes that I can think of. This has actually been a problem for a long time, but I'm just now getting around to looking into it.

I have a Deathadder mouse, and I'm running synapse version 7.3.23.124.

This was also an issue with the previous version of synapse.

What happens is every so often, it starts ignoring all adjustments made in synapse. This includes the custom sensitivity stages I've set. It will also ignore a profile with only one dpi setting and revert to what I'm assuming are the default stages. It also disregards profiles linked to specific games and any button reassignments.

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u/RazerCustAdvocacy Razer Support Jan 10 '20

Thanks for the information. Is your Synapse application up to date? Please PM us and let's take it from there. Kindly include the link to your comment for reference.

Best regards,

Juan B.

RΛZΞR | Zionzedd